Why a Personal Touch is Important in the Age of Automation
The idea of automating processes and procedures is a very tempting one for most insurance companies. Automation is something that generally is presumed to make life and business transactions easier for the most part. To be certain, automating common tasks can help improve efficiency for adjusters and examiners. However, there is something to be said for providing a personal touch when it comes to administering workers’ compensation and automobile no-fault claims.
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Insurance companies that administer these types of claims are working with a variety of claimants from all different backgrounds. Many of the claimants that your adjusters and examiners work with have never before had to file a claim of any sort. Couple this first-time claimant with the trauma of significant injuries and it becomes easier to see how attempting to introduce automated processes for helping the claimants can quickly become a negative experience.
In this case, your claimant may be feeling frightened and overwhelmed with the rules and regulations of filing an insurance claim. This is a perfect opportunity for your company to step in and introduce that personal touch into the claim because it provides a chance for the adjuster or examiner to speak to the claimant directly. This first point of contact can be a crucial component in how the overall claims experience goes for your claimant. If no contact is made or if the claimant is sent an automated electronic communication rather than a phone call, it can leave your claimant feeling disregarded.
Furthermore, if the claimant attempts to contact their adjuster or examiner and instead is routed through a lengthy recording, this can set the tone for a negative claims experience. Some automation is necessary and beneficial but if it prevents the claimant from making contact with the adjuster or the examiner, then it ends up negatively impacting claimant satisfaction levels which can ultimately impact your company’s retention levels.
Taking excellent care of claimants is a win-win situation. The claimants feel heard and more satisfied with their claims when that personal contact is provided. In addition, your insurance company benefits from providing this personal touch within all auto no-fault and workers’ compensation claims. These benefits are even more significant when your company works with a third-party administrator (TPA).
A successful TPA will keep that personal touch going with all claims in a variety of ways. From the very first phone call with the claimant to the very last call before the file is closed, an ideal TPA will ensure your claimants have the best experience possible. Northwood, for instance,is a TPA with more than two decades of experience ensuring a personal touch within auto no-fault and workers’ compensation claims.
Discover why a personal touch leads to higher retention rates
Partnering with Northwood will provide myriad benefits for both your insurance company and your claimants. Please schedule a meeting with Rosanne Brugnoni at 586-755-3830 ext. 3771 to review how a partnership with Northwood can add that personal component to your claims while helping hold down costs and increasing claimant satisfaction levels.